During the COVID-19 pandemic, technology has emerged as a major force in shaping the future of customer experience, communication and delight. Timely investments in technologies by organizations will aid in decision-making and drive performance. As everything is going digital, technology will also ensure that erroneous information get filtered while meaningful conversations flourish. In part 2 of our Future of Work with Twitter podcast series, our host Deborah Eastman, Head of Cognizant’s Internet Business Unit, Donald Hicks, a Vice President at Twitter, and Robert Brown, a Vice President within Cognizant’s Center for the Future of Work, discuss the role technology plays in ensuring positive customer experience.